Interaction, Lifetime Customer, Self Service and Wait Times

Future-Proofing Customer Experience (CX) for a Digital-First ?New Normal?

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. Self-service is thus a CX (and employee experience) win for all involved.

Self Service

Self Service Customer Experience Net Promoter Score NPS

CX Now: What Is Natural Language Processing (NLP) and Why Is It More Important Than Ever?

Bold360

APRIL 13, 2020

The consequences of this double whammy are highly-negative for CX: longer wait-times, higher customer dissatisfaction rates, more customer churn and diminishing revenues. Agents want to help but are simply inundated, which impacts not just the quality of their service delivery but also their level of employee engagement.

Self Service

Self Service Chatbots Call Center Lifetime Customer

Customer Experience Update

Future-Proofing Customer Experience (CX) for a Digital-First ?New Normal?

CX Now: What Is Natural Language Processing (NLP) and Why Is It More Important Than Ever?

Webinars

Stay Connected